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| Finding out about the service |
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* How did you find out about the Housing debt helpline Wales?
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| Please state the name of your mortgage provider. | | |
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At the time of contacting the helpline, did you have:
(Please select all that are appropriate to you) |
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| * Thinking about how easy it was for you to get through to a helpline advisor, do you think that….? |
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| To what extent do you agree the helpline advisor…
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| If you disagreed with any of the above, please explain why: | | |
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| * How clear was the explanation by the helpline advisor of why you needed a session with a counsellor? |
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| * How clear was the explanation by the helpline advisor of what would happen during your counselling session? |
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| * To what extent do you agree the counsellor put you at ease? |
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| * To what extent do you agree the counsellor considered your individual needs in making adequate allowance for your living costs? |
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| If you disagreed with any of the above, please explain why: | | |
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| * To what extent do you agree the counsellor was knowledgeable about the advice they gave you? |
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| * To what extent did you understand the debt advice the counsellor gave you? |
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| * How comfortable did the counsellor make you feel in being able to ask questions about the advice given? |
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| * Did the counsellor recommend a course of action for you to follow? |
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| * To what extent do you agree that your counsellor gave you the best advice for your individual circumstances? |
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| If you disagreed with the above, please explain why: | | |
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| * How clear was the counsellor’s explanation of the next steps you needed to take? |
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| * Did your counsellor give you details of any other organisation/s for you to contact for help? |
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| * Which organisation/s were you given details of? | | |
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| * Were the details we provided of other organisations appropriate to your needs? |
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* Were you advised on any mortgage rescue schemes?
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| * Which mortgage rescue scheme were you advised on? |
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| * Did you go ahead with the mortgage rescue scheme? |
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| Were you accepted onto the scheme? |
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| * How clear was the explanation provided in the booklet about the next steps you had to take to help you with your debt situation? |
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| * To what extent do you agree the budget has given you better control of your day to day outgoings? |
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| Please provide any ways you think we could have helped you to budget better. | | |
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| * Do you think your landlord/lender was more willing to negotiate with you because you took our advice? |
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| Do you think your landlord/lender was more willing to negotiate with you because you took the advice of another organisation? |
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| * Please explain who this was and why you think that | | |
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| * Overall, to what extent do you agree that this service provided by the Housing debt helpline Wales has helped you to resolve your debt situation? |
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| * Taking everything into account, how would you rate the overall service? |
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| * How likely would you be to recommend our service to others in your situation? |
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| Are there any other comments or suggestions you would like to make? | | |
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